FREQUENTLY ASKED QUESTIONS (FAQ)

Transcription

1 FREQUENTLY ASKED QUESTIONS (FAQ) GENERAL Who is nex.life? What are the benefits if I sign up nex.life connect? Powered by webe digital sdn. bhd., nex.life connect offers high-speed internet for both home and mobile in a single priced package because we believe everyone should be connected to the internet seamlessly and affordably. What comes with the nex.life connect package? Nex.life connect comes with unlimited internet for home and unlimited 4G/LTE mobile internet. A 500MB monthly data quota is allocated for non-4g/lte area. Our appointed installer from Telekom Malaysia will be installing your home internet and we will deliver your new mobile sim card to your door steps. Who is eligible to sign up for this package? Registration is available for all Malaysian individual with a valid IC, and whose homes are located within our selected service area and is subject to fixed broadband internet service and coverage availability. Each registered account consists of bundled home and mobile internet service. A maximum of five (5) packages is allowed per individual IC. Go to to subscribe online. 4. How do I sign up? You will need to create your login ID with a valid address as this will be your unique ID to access the online store and self-care services upon successful registration. The e-bill will also be ed to the registered address. 5. Can I choose or terminate either one of the service? No. Both home and mobile internet services are made available in one account. You are not able to choose or terminate either one of the service.

2 Yes, new subscribers of nex.life connect will be tied to a 12-month contract. 6. Will there be any contract tied to the plan? Will there be any penalty if I decide to terminate my subscription within the contract period? Any termination within the contract period will be imposed with a penalty of the remaining months, on top of any outstanding payments. An example of the termination penalty fee calculation is shown below: The fee is RM RM100 + RM16.13 = RM Does the package have a Fair Usage Policy (FUP)? Yes, nex.life connect package is subject to the Fair Usage Policy (FUP). FUP is a standard global practice to ensure that good quality of Internet experience is provided to all customers fairly. 8. Can I request for change of ownership? Change of ownership is not allowed at this moment. DEPOSIT, BILLING & PAYMENT Do I need to pay any upfront payment during registration? Yes. A RM300 upfront fee will be collected during your online registration. This upfront payment of RM300 will be offset in your monthly bill upon successful installation and service activation When will I receive my first bill once I ve subscribed to nex.life connect? You will receive your first e-bill within one (1) month upon service activation. The first bill will cover prorated charges for the month of registration plus one (1) month in advance. Any offset or outstanding charges will also be reflected in the e-bill. How do I retrieve my bill statement? You will receive the monthly e-bill (softcopy) to your registered address, and it s free. Alternatively, you may login to your self-care page to view the monthly statement.

3 4. Can I check my previous month bill statements? Yes. You can view your previous bill statements up to six (6) previous months via nex.life 5. Do I pay a separate bill for the home and mobile internet services under nex.life connect? Both home and mobile internet services under nex.life connect will be in a single bill. 6. Where can I pay my nex.life bill? You may pay your bill online via nex.life Online banking Pay via internet banking or mobile banking to below CIMB account number: followed by your 9 digit nex.life account number Jom Pay Biller Code: 3608 Ref-1: Your 9 digit nex.life account number 7. How do I change my address? Your address is a unique ID tied to your nex.life connect account, and because of that you will not be able to update or change it. You will need to register a new ID with a new address if required. 8. I did not receive my e-bill, what should I do? You can view your bills online by logging to the nex.life To ensure that you do not miss your bill statement, please verify that your preferred address that was used during registration is correct in your self-care profile. Your nex.life connect bill may also have been sent to your junk mail folder.

4 HOME INTERNET What is included as part of nex.life connect home internet service? You will enjoy unlimited internet experiences at home up to a speed of 20mbps. Will a WiFi router be included as part of the package? You are expected to purchase a WiFi router based on your own budget and brand preference. You can check our recommended router model and dealer How do I setup my wifi router to work with nex.life home internet service? Please refer to this Quick Setup Guide when setting up your wifi 4. Does the home internet includes voice service? Our home internet package offers only data service without any voice feature. 5. Why am I not getting the speed as advertised? Home internet is a wired broadband service. Any wireless connectivity is a complimentary feature offered via additional hardware such as a WiFi router, and its performance is subject to factors such as interference and/or obstructions. Several factors that might affect internet speed are: Location of website servers; users might experience lower speed from international websites; Some web sites or servers might not be able to cope with high traffic demand from users OR do not have enough capacity OR where download speed is restricted to ensure fair level or service; Network congestion as a result of network maintenance or outages; Running multiple applications simultaneously such as Peer-to-Peer applications e.g. Bittorent Multiple users sharing the home internet connection at the premise at the same time. 6. I have already subscribed to nex.life connect, can I relocate my home internet service? Service relocation is not allowed for nex.life connect package at the moment. Please ensure that the new location is within our coverage area. You have an option to apply and install the home internet service at the new location before requesting to terminate the existing service in order to avoid service interruption.

5 7. What should I do if I have a problem with my home internet? For further assistance, you may contact us via live chat through page. Alternatively, you may submit your issues via the online support web form at nexlife.com.my/support. 8. What should I do if my WiFi router is faulty? You may need to contact the router manufacturer if it is still under warranty. HOME INTERNET INSTALLATION When will my home internet be installed? Once you have registered for nex.life connect, you will be asked to provide three (3) preferred time and dates for the installation team to schedule the installation. Once all technical requirements are confirmed, you will be contacted with the suitable time and date for installation to take place on one (1) of your preferred time. Can I reschedule my installation appointment date and time? For any rescheduling of the installation appointment date, you are required to inform nex.life 3 days prior to the initially agreed appointment date. A fee of RM200 will be charged if you reschedule the installation less than 72 hours of initially agreed appointment time. The new appointment can only be rescheduled 24 hours after the original appointment date. What if I decide to cancel my order after I have set an installation appointment? Nex.life reserves the right to forfeit the upfront payment for any cancellation request than is done less than 72 hours of the agreed installation appointment.

6 These are additional information that need to be aware off prior to the home internet installation: If your premise is a high rise building served via copper, you are required to terminate your existing broadband service (if any) before subscribing to nex.life connect. Minimal drilling is required for fiber installation to the premise. You are responsible for the purchase of a supported WiFi router based on our recommendation list in order to complete the installation. No installation appointment will be made for premise under renovation. 4. What are other items related to nex.life home internet that I should be aware on? Both home and mobile internet service will be activated upon successful installation of home internet. Partial service activation is not allowed. Account owner or authorized contact person must be available during the service installation. For high rise premises, owners are required to make arrangement with Building Management Office for installation permission, internal cabling and access to telecommunication room. For internal cabling, additional charges will be applied for standard cables more than 50 meters and payment will be made directly to the contractor. For other optional installation e.g. wiring inside ceiling or external cabling (pole to ground with surface cabling to premise), you may appoint your own contractor or deal directly with our appointed contractor. Payment will be made directly to the contractor. Please provide a correct and valid billing address and hand phone number. We will send your monthly bill via e-bill to your registered address. Alternatively, you may view your bill via nexlife.com.my/connect

7 MOBILE INTERNET The plan includes: What is included as part of nex.life connect mobile service? Unlimited domestic data on 4G/LTE network Monthly quota of 500MB data on domestic non-4g/lte network All domestic calls and SMS on your mobile plan will be charged based on usage. Rate as below: RM0.20 / 60 sec charging block RM0.15 / SMS How about calls and SMS on my mobile plan Price is excluding of SST Additional charges are applicable to these calls and SMSes Calls to 1300 / 1700 / 1600 / 1MOCC numbers Calls to Special Number International Calls (IDD) and SMS from Malaysia Voice calls & SMS roaming outside Malaysia What is the credit limit for my mobile line? The default credit limit is RM400. You can adjust your credit limit via nexlife.com.my/selfcare. 4. Do I need to request for a specific SIM card size (eg. micro SIM or nano SIM) prior to making payment? Don t worry, our SIM card comes in three (3) built-in sizes (mini/standard, micro, and nano) that would fit in any phone models 5. I can t use my SIM card. What do I need to do? We have been working with various phone manufacturers to support automatic configuration setting when you insert the mobile SIM. You will receive a notification within a few minutes upon insertion of the mobile SIM into your phone. This notification is to set the Access Point Name (APN) to webe on your phone configuration. If you have not received the notification, you can manually set the APN to webe on your phone. Simply go to Setting > Connections > Mobile Networks > Access Point Name.

8 6. What will happen if I don t change the APN to webe? You may not be able to use the data service. Hence we would encourage you to change the setting immediately. DATA What is inclusive of my domestic mobile data? You will get to enjoy unlimited high-speed mobile internet data, provided it is used within our 4G/LTE coverage area with an 4G/LTE phone. You may purchase additional quota in order to continue to surf at non-4g/lte area. Quota top up can be purchased from Options as below What can I do if I am running out of quota at non 4G/LTE area? RM15 for 1GB (3G with 30 days validity period) RM30 for 3GB (3G with 30 days validity period) RM45 for 5GB (3G with 30 days validity period) 3G Base Data will be throttled to 64kbps once the quota of 500mb is exhausted. Price is excluding of SST. Can I use my mobile phone as hotspot? Yes, provided you purchase one of our hotspot pass / tethering pass from Options as below: RM15 / 2GB (1GB 4G/LTE & 1GB 3G) RM30 / 4GB (2GB 4G/LTE & 2GB 3G) Price is excluding of SST. Data hotspot/tethering Pass is valid for 30 days from date of purchase VOICE The voice features come with: What voice features are included in my mobile service? Call hold Call waiting Missed call notification

9 These voice features are not supported: What voice features are not supported on my mobile service? Voic Call forwarding Multi-party call Enabling private number display on your outgoing calls What are the call charges for special numbers? The charges are as follows: NUMBER SERVICE DESCRIPTION CHARGES (exclusive of 6% ST) mobile Careline 1CARE FREE 999 / 112 Malaysian Emergency Response Services FREE Talian Nur & Childline FREE Toll Free Hotline Numbers FREE Jabatan Air Negeri Sabah FREE 100 TM Customer Careline FREE 1051 Time Announcement RM 0.15 /min TNB RM 0.15 /min Pengurusan Air Selangor RM 0.15 /min 103 TM Directory Assistance Service RM 0.15 /min PIAM Careline RM 0.15 /min For premium numbers/hotlines, you'll enjoy: NUMBER SERVICE DESCRIPTION mobile Careline 1CARE Malaysian Emergency Response Services SMS You can do all these: What are the SMS features included in my mobile service? Send SMS to domestic mobile numbers / short code Receive bank TAC (Transactional Authorisation code) OTT SMS (e.g. What s App) Emergency SMS services What SMS features are not supported in my mobile service? We do not support the multimedia messaging service (MMS) INTERNATIONAL DIRECT DIAL (IDD) SERVICE

10 What is IDD? International Direct Dial or IDD allows you to make calls or send SMSes to overseas numbers from your number in Malaysia. How do I activate the IDD service? Is there any deposit required? The IDD service is enabled by default with no deposit required. How do I make an international call? To make an international call, dial 00, followed by the country code you are calling, the area or city code, and the phone number. For example, if you re contacting someone in Brazil, (country code 55), in the city of Rio de Janeiro (city code 21), dial XXXX-XXXX. For your convenience, you can also replace 00 with + e.g XXX-XXXX. Please be aware of the different rates for IDD calls. INTERNATIONAL ROAMING SERVICES What is International Roaming? International roaming allows you to make / receive calls, send messages, access and mobile Internet in over 180 countries across the world. How do I prevent myself from unknown charges when I m roaming? You are recommended to switch off the Data Roaming feature in your smart phone setting before you reach your destination overseas. INTERNATIONAL ROAMING MOBILE INTERNET (DATA ROAM PASS & TOP-UP DATA ROAM 100MB PASS) Can I use data roaming services when travelling overseas? Yes, but you will need to activate the International Roaming services prior to travelling. How do I activate the International Roaming (IR) service? Will I get my refund upon termination? You may activate the IR service via A deposit of RM300 will be charged and it will be refunded to you upon termination, subject to any outstanding balance in your account.

11 What does the Data Roam Pass offer? The pass gives you mobile Internet browsing when you are travelling overseas. It is enabled until 12 midnight of the city you are in for only RM38 (exclusive of 6% ST) a day. 4. How do I subscribe to the Data Roam Pass? You can automatically enjoy Data Roam Pass RM38 (exclusive of 6 % ST) upon data usage more than 1MB worldwide and be sure to roam on our preferred network to enjoy this feature. 5. What is the validity of the Data Roam Pass? The Data Roam pass is valid until midnight of the city you are in. For example, if you're visiting Thailand, your data roam pass expires at 12:00 am, Bangkok time. 6. I ve reached the limit for my data! How can I continue surfing while I m still roaming? You can purchase additional Data Roam Pass via 7. Will I be informed when my subscription is successful? Yes. You will receive an SMS notification when your Data Roam Pass has been successfully activated for both auto subscriptions and pass renewals. 8. In which countries are the Data Roam Pass available? You can check the 9. Can I re-subscribe to any available Data Roam Pass to continue my Internet browsing? Yes. You may subscribe the below top-up passes to continue your Internet browsing. PRODUCT NAME QUOTA PRICE VALIDITY Top-up Data Roam 100MB RM10 1 day till midnight 100MB *Price shown is exclusive of 6% ST 10. Can I subscribe to Top-up Data Roam Pass 100MB at RM10 upon arriving at the visiting country? No. You are not allowed to subscribe Data Roam Pass 100MB at RM10 without subscription of Data Roam Pass. 1 How do I unsubscribe from a Data Roam Pass? There is no need to unsubscribe the Data Roam Pass as it will expire at the midnight of the city you are in. 1 How do I keep track of my Data Roam Pass usage and expiry date? You will receive an SMS notification once you ve exceeded the quota, and when it expires. You can also keep track of your usage via

12 1 I have purchased Data Roam Pass in Singapore. Can I use the same pass in Thailand on the same day? No. The Data Roam Pass is country-specific. If you re travelling to multiple countries in a day, you ll need to activate a data roam in each country and browse through their respective preferred operators. 14. How much will I be charged if I use my mobile Internet overseas without a Data Roam Pass? You will be charged at pay-per-use rate of RM 49/MB. 15. Why is my Data Roam Pass not working in certain countries? Please check the Access Point Name (APN) setting of your phone first. The APN setting should be webe. To check and change the APN, please follow the steps below. Android models Settings > More > Mobile networks/cellular networks > Access point names OR Settings > Mobile networks > Access Point Names Click "Edit the Access Point Names" and change the Access Point Name to webe. Leave other fields as-is and Save the new setting. 4. Reboot your phone if necessary. ios models Settings > Mobile Data > Mobile Data Network OR Settings > Cellular > Cellular Data Network. Tap the Access Point Name field and change to webe. Leave other fields as-is and Save the new setting. 4. Reboot your phone if necessary. INTERNATIONAL ROAMING VOICE & SMS How much will I be charged when I make calls or SMS while roaming? The voice and SMS charges vary according to the country you are roaming in. The charging block for voice call is 60 seconds per block.

13 How much will I be charged for making calls and sending SMS to Satellite numbers (e.g: Inmarsat) or countries not included in our mobile plan s list? You will be charged at pay-per-use rate of RM75 per min and RM0.50 per SMS sent.